[Hiring] Senior Operations Manager, Quality Control @Upstart

Role Description

As the Senior Operations Manager, Quality Control at Upstart, you will lead a team of five quality control professionals and help build and execute a scalable, risk-based quality control program. You’ll combine hands-on program development with people leadership, partnering across Operations, Compliance, and Risk to strengthen testing methodologies, address control gaps, and explore opportunities to improve oversight through automation and AI.

How you’ll make an impact

• Lead, coach, and develop a team of quality control professionals, establishing clear performance expectations, consistent calibration practices, and effective testing execution.
• Build and enhance the quality control program, including risk-based testing plans, standardized review criteria, statistically sound sampling methodologies, and documentation that supports regulatory and audit readiness.
• Oversee frontline quality reviews, including call monitoring, agent interactions, and adherence to operational procedures, to identify regulatory risks, process defects, and potential customer impact.
• Partner with operational leaders, Compliance, and Risk to communicate findings, identify root causes, recommend process improvements, and monitor remediation through resolution.
• Establish reporting and performance metrics that highlight quality trends, emerging risks, and opportunities to improve operational effectiveness and customer outcomes.
• Collaborate with cross-functional partners to evaluate AI-enabled testing and automation capabilities, improving review coverage and efficiency while maintaining appropriate human oversight and controls.

Qualifications

• 6+ years of experience in consumer lending operations, quality control, compliance testing, or operational risk within a regulated financial services environment.
• Experience directly managing quality control, quality assurance, or compliance testing teams within a regulated environment.
• Experience developing, implementing, or managing frontline operational quality control programs, including call monitoring, agent interaction reviews, or evaluations of agent adherence to established procedures.
• Experience designing or executing sampling methodologies, standardized testing criteria, and documented quality assessments.
• Experience managing quality findings, root-cause analysis, corrective action tracking, or remediation monitoring within a regulated environment.

Requirements

• Knowledge of consumer financial protection regulations, including UDAAP, TILA, ECOA, FCRA, FDCPA, and GLBA, and their application to lending operations.
• Experience evaluating or implementing AI-enabled quality assurance tools, speech analytics, or automated compliance monitoring solutions.
• Experience supporting bank partner oversight, regulatory examinations, or internal and external audits.
• Ability to collaborate across Operations, Compliance, Risk, and technical teams to translate quality findings into sustainable process improvements.
• Experience working in a fintech or evolving financial services environment, with the ability to balance regulatory expectations, operational efficiency, and continuous improvement.

Benefits

• Competitive compensation, including base pay, bonus opportunities, and annual equity grants that vest quarterly.
• Retirement benefits to help you plan for the future, including a 401(k) or Group Retirement Savings Plan with a company match of $2 for every $1 contributed, up to $15,000 annually (USD in the US, CAD in Canada).
• Employee Stock Purchase Plan (ESPP) with discounted stock purchase options for eligible employees (US only).
• Comprehensive health coverage designed to support you and your family, including medical, dental, vision, and wellness resources for US and supplemental health coverage for Canada.
• Health Savings Account contributions from Upstart for eligible plans (US only).
• Income protection benefits, including life insurance and disability coverage for added financial security.
• Paid time off, sick leave, and company holidays, in line with local requirements.
• Paid family and parental leave to support caregiving and major life moments (duration varies by country).
• Family-centered benefits to support fertility, parenthood, and caregiving needs.
• Employee Assistance Program (EAP) offering mental health support and life-centered resources.
• Financial wellness resources, including access to financial planning tools and a financial concierge service (US Only).
• Annual wellness allowance to support your physical and emotional well-being and personal development, based on what matters most to you.
• Annual productivity allowance to invest in relevant tools and resources you need to do your best work, no matter where you work from.
• Connection and community through team events, all-company updates, and employee resource groups (ERGs).
• Onsite perks, including catered lunches and fully stocked micro-kitchens when working from one of our offices in the Bay Area, Austin, Columbus, and New York City.